1. 4/6/2019 7:27 PM
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2. Microsoft Dynamics 365 for Field Service – Deployment Best Practices
4/6/2019 7:27 PM
BRK2478
Microsoft Dynamics 365 for Field Service – Deployment Best Practices
Darren Liu
Principal PM Manager / Solution Architect
Eric Dipple
Sr. R&D Solution Architect
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3. Session objectives and expectations
4/6/2019 7:27 PM
Session objectives and expectations
Objectives
Understand why you should use key out-of-box entities
Recognize what customizations may be a negative impact to the success of your deployment
Creating a positive mobile experience for field engineers
How to deploy a highly effective booking experience
Expectations
Not a training or how-to technical session
General understanding of Field Service for Dynamics 365
Recommendations and Best Practices based on past experiences
We are not covering a list of Do(s) and Don’t(s)
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4. 4/6/2019 7:27 PM
Deployment Scenario
Contoso Technologies is a specialty equipment manufacturing company. The equipment is highly sensitive and often installed at customer sites with very limited access to cell data and Wi-Fi.
Requirements:
Field engineers are often in areas with no cell coverage or Wi-Fi.
Field engineers are often asked to work on other equipment while onsite. The technician needs to track this work on a new work order and track what was done.
Dispatchers need accurate view of resource capacity and allocation.
Dispatchers perform 70% of the booking, technicians can perform self- booking via mobile.
Work performed by field engineers need to identify if it is “Standard Time, Overtime Time, Out Call Time, Holiday Time”.
Initial design:
75+ custom entities which are required on mobile with offline access
50+ custom synchronous plugins on the work order and child entities
30+ real-time workflows on the work order and child entities
Not using key OOB entities
Work Order Service / Work Order Service Task
Product catalog entities
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5. 4/6/2019 7:27 PM
Entity Review
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6. Field Service - ERD 4/6/2019 7:27 PM
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7. Incident Type Work Order Templates?
4/6/2019 7:27 PM
Incident Type Work Order Templates?
Recommendations
Changing an Incident Type does not affect existing work orders
Copy Incident Items to Agreement
Incident Types are the only out-of-box way to apply a duration to the work order and resource requirement
Service Tasks & Services
Work Order Service Tasks and Work Order Services define the work to be performed.
Products
Use Work Order Products to identify what parts/products are required to perform the defined work.
Characteristics
Characteristics allow you to define what skills are required to perform this effort.
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8. Agreements Recommendations Agreement Agreement Schedule Setup
4/6/2019 7:27 PM
Agreements
Recommendations
Avoid choosing a large number for Generate Work Orders Days in Advance
Set Auto Generate Work Order if you would like to manually generate work orders.
When auto generate booking, specify resource, time window start/end
Stagger when agreement schedule setups will generate work orders
Agreement
The agreement entity is similar to a contract. Use agreements to track contracted services which occur on a scheduled bases.
Agreement Schedule Setup
The agreement schedule setup defines the recurrence pattern.
Incident Type
Agreement Schedule Setups support the use of Incident Types to define the information for a Work Order.
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9. Bookable Resource Recommendations Resource Type Work Hours
4/6/2019 7:27 PM
Bookable Resource
Recommendations
Generic Type resources are not bookable
Location Agnostic for Starting and Ending location is useful if a resource never travels
Once the bookable resource record is save you are not able to change the resource type.
Resource Type
Identifies what type of resource and the intended usage.
Work Hours
Use the working hours calendar to define a resources working schedule and track time off.
Resource Territories
Associate resources to the territories they are allowed to work in.
Resource Characteristics
Defines the skills and proficiency of the resource.
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10. Work Order Recommendations Work Order Type
4/6/2019 7:27 PM
Work Order
Recommendations
Promise window is a continuous duration and overrides start/end windows.
Incident Type will assign a duration to Resource Requirement. No incident type = no duration.
Avoid synchronous plugins and workflows.
Work Order Type
Create different work order types to reflect the different types of work that your company offers.
Work Order Sub-Status
.Work Order sub-status will set the Work Order System Status.
Start/End vs. Promise Window
Time From Promised and Time To Promised represent a commitment to your customer of when a technician will arrive. Use the Start/End date and time values to represent time slots per day.
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11. Bookable Resource Booking
4/6/2019 7:27 PM
Bookable Resource Booking
Recommendations
Use the Booking Status for your custom status values.
It is ok to read/use the Booking Timestamp records.
Booking Journals are re-generated.
Booking Status
Booking Status records are used to identify the various status of a bookable resource booking. Such as Scheduled, Traveling, In-Progress, Completed.
Estimated & Actual Travel
When using the booking assistant or RSO the Estimated Travel Duration and Estimated Arrival will be set for you. Actual Arrival Time and Actual Travel Duration are set when using the Field Service Mobile Application.
Booking Timestamps
For each Booking Status change a booking timestamp is created. Booking Timestamps track the date/time for each status change.
Booking Journals
Booking Journals are created from the Booking Timestamps and track the Start, End, Duration, and monetary information.
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12. Customer Scenario - Resolution
Refactoring
Final Result
HAPPY CUSTOMER = HAPPY LIFE 
Reduced custom entities from 75+ to 15
Removed or changed synchronous plugins to Asynchronous
Converted real-time workflows to background workflows
Used client side scripting and business rules where appropriate.
Work Order Service
OOB Support for Pay Types
Product Catalog
Service Items
OOB Field Service Features
FS Price List Items
Minimum Charge
Timestamp
Used for Time Entry customization
Work Order Service Task
Track if required tasks were completed
OOB Field Service Integration with Incident Type

13. Unified Scheduling 4/6/2019 7:28 PM
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14. Field Service Scheduling Performance and Accuracy
4/6/2019 7:28 PM
Field Service Scheduling Performance and Accuracy
Scheduling Settings
Enable map access
Default radius
Auto filter service territory
Custom geo data entity
Schedule Board Tabs
Default tab settings
How many tabs is too many
Default Schedule Board
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15. 4/6/2019 7:28 PM
Field Service Scheduling Schedule Board Views – Hourly, Days, Weeks, Months
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16. Field Service Mobile Application
4/6/2019 7:28 PM
Field Service Mobile Application
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17. Mobile Scenarios Mobile Project Development Offline vs. Online mode
Data usage
What should NOT be done in offline mode
Synchronization performance
Number of entities on the mobile device
Incremental and Full Synchronization
Why incremental synchronization can be slower.
Mobile Project Development
Always clone Microsoft template project
When and when not to use child projects
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18. Mobile Scenarios Offline recommendations
4/6/2019 7:28 PM
Mobile Scenarios Offline recommendations
Good:
Typically less cell data usage
Manage bookings when offline
Work where no cell signal available
Better experience for Field Service Engineer, no need to worry about being connected
Bad:
Current day schedule board will not show what is happening real time
Field Service Engineer waiting for synch
Current day scheduling can be difficult
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19. Data Integration 4/6/2019 7:28 PM
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20. Data Integration What to integrate and when
4/6/2019 7:28 PM
Data Integration What to integrate and when
What:
Products & Price Lists
Invoices
Inventory Adjustment, Inventory Transfer
When:
Inventory transactions or Inventory quantities
Invoicing
Create invoices in CRM
Work Order Creation
Agreements
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21. Please evaluate this session Your feedback is important to us!
4/6/2019 7:28 PM
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22. 4/6/2019 7:28 PM
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